Customer Care - Team Lead

At EasyPark, we love cities. We love them for work, for play and everything in between. That’s why our mission is to make life in cities that much easier – by taking care of the parking. With the use of technology, we break barriers, helping improve the urban experience. Our aim is to create a scenario where parking supply and driver demand are balanced not due to additional parking spots and fewer cars, but thanks to predictive technology that connects our users to available spots.

The Role

As Customer Care Team Leader at EasyPark, you are responsible for developing and continuously managing a team of Customer Care Representatives, Professionals, and Experts focusing on the onboarding and support of EasyPark customers in channels such as Phone, Email, Chat, and Social Media.

You will work closely with the Customer Care Manager and other Customer Care Team Leaders to continuously improve the work of the Customer Care function operating in a fast-paced, fast-growing ever-changing business environment.

You will have full people management responsibility and report to the Customer Care Manager for EasyPark Netherlands (NL). This position will be based in Amsterdam, Netherlands where you will have the exciting opportunity to further develop our Customer Care team. Whilst most of the team is currently based in Amsterdam, we also Customer Care Representatives with our overflow partners in NL and abroad.

You will contribute & make an impact through:

• Leading, supporting, and motivating your multi channel team in the daily Customer Care operation
• Monitoring and reporting of individual KPIs on a daily, weekly, and monthly basis
• Planning, scheduling, and prioritizing team resources in collaboration with other Team Leaders, the Customer Care Manager.
• Taking an active role in ensuring aligned ways of working across the EasyPark footprint
• Dedicating time to the individual development of each team member using a coaching approach
• Recruiting new team members when necessary

About you

We think that to thrive in this role, you might recognize yourself in the following:

In order to thrive in this dynamic role, we believe you are a naturally collaborative person, with great communication and people skills. You like problem-solving, and getting things done and you enjoy watching people grow and being there and supporting along the way. You are easily self-motivated, have great patience, and can deal with pressed situations when they arise. You will have a lot of freedom around how to do things and how to work with your team. In an open-minded way, you collaborate closely with the Customer Care Manager and your Team Leader colleagues to develop a Customer Care function that provides a state-of-the-art premium service experience to our customers.

Your background

We don’t think one size fits all, but a successful candidate might have the following:

• At least 2 years of leadership experience with full people management responsibilities or clearly demonstrated leadership competencies such as showing ability to:
• A proven track record of delivering consistently good results on Customer Care KPIs: such as customer satisfaction, efficiency and employee engagement as well as more quantitative KPIs like answering ratios for calls and response times for emails
• Contact center experience (Phone and Email, Chat considered a plus)
• Excellent spoken and written skills in English are required
• University degree in business administration or similar is considered a plus
• Build and nurture trusting relationships and collaboration within the team by always being respectful, walk the talk, be prestigeless and take care of the wellbeing of the whole
• Use reporting and analytics, working proactively with data as guidance for decision-making on resource allocation as well as process improvements
• Unify the team and create clarity on ways of working ensuring that everyone is working closely together towards common goals
• Listen carefully and recognize the needs of the team as a whole as well as all individuals within the team
• Managing own time as well as the team's time and prioritizing tasks according to what is needed within the team at any given time
• Encouraging team members to take initiative, follow up, and allow mistakes
• Create a constructive and positive working environment

Life at EasyPark

We are a values-driven company with an international culture and a global presence. By providing an environment with space to grow and room for autonomy, we believe in encouraging and supporting our team members to take initiatives and act outside of their comfort zone. To have an open mind and embracing change is a part of our DNA. At EasyPark we are dedicated to maintaining an open culture where the voice of each person is heard, and we play as one team across the globe. Diversity is something we celebrate and we are committed to creating an inclusive environment for everyone.